Heidi Huang

Led e2e RAG Chatbot implementation across 10 BUs, achieving 80%+ RAG accuracy & efficiency↑20%. Led the FAQ Credit Score POC, established a new knowledge evaluation strategy with Escalation Rate↓6pts.

Led key initiatives across acquisition, conversion & retention for 4.5M+ users: built incentive ecosystem (NPS↑3pts); launched a profitable 0→1 paid membership model; redesigned vendor performance mechanisms (CVR ↑0.7pts).

Owned liability decisioning & risk governance for 3.8M users, building a scenario-based framework across decision rules, flows & user transparency. Achieved Rider Satisfaction↑5 pts & Appeal Rate↓20pts. Earning “Excellent Project Management Award.”

Service Optimization: Delivered 30 insurance customer service solutions, managing 200K+ daily orders with 80% self-service resolution, achieving 82% satisfaction and 96% operational efficiency. Content Standardization: Developed and implemented standardized content rules, ensuring data-driven operational consistency and process accuracy.

Built and scaled an overseas freelancer department, delivering 20K+ courses monthly, driving satisfaction↑12% & costs↓15%.